Chuze Fitness Increases Review Response Rate With the Help of SOCi
Chuze Fitness is a fast-growing chain of fitness clubs in California, Colorado, Arizona, and New Mexico. The Chuze team knew their online reviews needed attention, but found it difficult to meet the challenge. For a time, club managers were tasked with responding to Yelp reviews, Facebook reviews were handled by the corporate social media team, and Google reviews were left out of the mix entirely. The Chuze team knew they needed to up their game, and wanted to make winning great reviews part of their successful incentive program that rewarded clubs with trophies like the Golden Toilet for cleanliness, the Golden Hammer for keeping equipment in working order, and the Golden Dumbbell for top-rated fitness classes.
The SOCi Solution
Chuze Fitness chose SOCi to help conquer the local reviews challenge. Using the SOCi platform, Chuze was able to easily monitor all reviews from Google, Yelp, and Facebook in one place. The member services team was tasked with responding to all reviews within 24 hours, a task made much more efficient with the review management tools in the SOCi dashboard. The member services team opened a direct channel of communication with club managers to communicate urgent topics arising from negative reviews or to offer kudos for reviews that were especially positive.
The team even developed a new monthly incentive, the Chumoji Award, which was awarded to the club in each region with the highest overall ratings. By taking charge of localized reviews, Chuze Fitness was able to build loyalty and address member complaints much more efficiently and comprehensively. Without adding any staff, the team was able to take on all of its online reviews, adding Google which is currently the source of 58% of all reviews for the brand.
“Through friendly competition between districts, our operations teams are now excited about reviews coming in and don’t have to worry about any slipping through the cracks. This frees up their time to focus more on tasks at hand necessary for efficient and successful club operations.” — Andrew Urbanski | Chuze Fitness
Chuze Fitness saw the following areas of improvement…